Coolframes Eyewear — Attraction in Old Bridge Township

I don't normally write reviews. In this case, I felt compelled. I'm ABSOLUTELY ELATED with the entire experience with Cool Frames and its ownership. I wear progressives. I'm insured by Eyemed. Within my policy, I was due for frames/lenses. I went to a local Eyeglass shop on Staten Island. I'm not going to name names but long story short, I was quoted $825 for a pair of Seraphin frames and the lenses. The frames, unbeknownst to me were over $500 at that location. Additionally they wouldn't process my insurance there and said that "Eyemed" would likely reimburse me $250. It was very clear to me that these shop owners were looking to hit "a home run" on this purchase. I walked out explaining that the frames were out of my price range. Enter Ocean Eyes Optical .. I found the SAME EXACT FRAMES on their website for $270. I called the store directly. Lee, the shop owner ordered the frames for me (on good faith) scheduled an exam, ultimately put BETTER quality progressives in and processed my insurance. The service was UNBELIEVABLE. Best part... Those SAME EXACT FRAMES WITH BETTER LENSES... my out of pocket cost was $163.47. I put these glasses on and it was like a whole new world. Apparently the same shop that was looking to beat me up on price, cut and measured the last pair I bought from them entirely wrong. Ocean Eyes Optical has not only earned my trust, they've earned my STRONG RECOMMENDATION. These folks are professional, efficient, beyond fair, and stand behind their work. I couldn't be anymore satisfied. I thank you Ocean Eyes Optical for your service, your professionalism, and you've earned a lifelong...

So I order frames from this site and paid extra for the two-day delivery because it was an emergency. So three days later, no package. I call them and they say that there is a four-day handling wait, then two-day delivery. Customer Service tells me that those delivery terms are on the site, which I couldn't find, but I figured ok whatever. So I wait three more days and guess what, no frames. Call again, asking where my two-day delivery was. They said that it was a Fed-ex issue and they refused to take responsibility for it. So two days in a row after that, nobody was home to sign for the package that I took off two days prior to sign for. Called CS again, and asked them to change that condition on the delivery, and they couldn't do that. I finally had to have the package delivered to a facility and go and pick it up, just so I could get my glasses after 9 days.....after ordering a two-day shipping option. The kicker? I only received half of a refund for the shipping option, they couldn't even cover the entire amount. The last CS person that I spoke to said that he would see what he could do to get me more off, but he never called back.

I will NEVER use this company again, and I would suggest that nobody ever does. Find a better provider with better...

Their selection of frames is great but my experience with their customer service has been sub-par. I received my sunglasses after 2 weeks, opened the box, only to find the frames had a massive scratch on them. I contacted the company to receive a replacement pair, but they informed me that they would only cover $10 for the return shipping cost ( I live in Canada). After being hung up on several times and bounced around extensions, I finally spoke to a manager who told me I would be fully reimbursed for the shipping costs. I sent my frames back a few weeks ago, and even though they received the faulty frames in early September, they only sent out a new pair on september 9. It is now September 20 and I still have not received these frames. The sun will be finished for the summer and I have not gotten to use these sunglasses even though I originally bought them almost 2 months ago. MORAL: If you screw up and send customers faulty frames with damage, do not be make it painful and difficult to receive a replacement, and only send them via the longest and cheapest possible shipping route (it's now been 11 days since they sent it back out to me). If you screw up, you gotta do better at making up for it. Poor and rude customer...